Expectation Management

Expectation as defined by Webster Dictionary "is the act or state of expecting"

Expectations Management is one of the key complexities facing an Organization which is essentially a well integrated Nervous System composing of its people.

As a guide, the following points should be noted for proactively managing expectations:

  • Assertiveness
  • Negotiation Skills
  • Clarify Perceptions
  • Listen Persuasively
  • Guard against Conflicting Messages
  • Use Jargon with care
  • Identify Communication Preferences
  • Help Customers describe their Needs
  • Become an information gathering Skeptic
  • Understand your Customer�s Context
  • Try the Solution on for size
  • Set uncertainty Managing service Standards
  • When appropriate, Reward!
  • Build Win-Win Relationships.
  • Formulate an Action plan.

Points to Ponder

A �NO� uttered from the deepest conviction is better and greater than a �YES� merely uttered to please, or what is worse, to avoid trouble� - Mahatma Gandhi.

Tact is the knack of making a point without making an enemy - H.W. Newton

 
 
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